| Terms and conditions of RayMedi Annual Support Assurance (ASA) |
| 1) Subjected to GoFrugal Technologies End User License Agreement, Support Entitlement & GoFrugal product life cycle plan |
| 2) The ASA period is one year from the date of expiry of previous support subscription |
| 3) Services offered as part of ASA are |
- Response to issues and resolution based on the severity of the issue and priority
- Patch updates, if required
- Fix for product bugs, if any
- All doubts and issues will be solved through phone or using remote desktop tools
- We are not taking the responsibility of data entry work
- RayMedi solution do not require any preventive maintenance visits
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| 4) Contacting GoFrugal and Support Ticket Management |
- Please call the 24x7 Response center at +91 435 302 7900 to record your complaints and insist on the support ID
- GoFrugal has invested on a support management system to record, track and resolve customer issues effectively and efficiently. All the Support incidents are tracked using the Support ID given to the customers as soon as the issue is logged. Please quote the support Id for follow-up
- If you have a broadband connection, please let our support team know so that we can provide remote support over the same to solve the issues quickly
- To continue to keep quality of service higher and the cost lower for all of us, we encourage you to get issues solved over phone, email, web or over remote desktop tools
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| 5) Special Services, Retraining etc. |
- The re-installation charges are Rs.1,000* for up to 1 server and 1 client for 1 company.For each additional client system a service fee of Rs.500* will be charged. Similarly, for each additional company Rs.500* service fee will be charged. Valid ASA is must for reinstallation. When the customer is not covered by valid ASA, he is not entitled to do reinstallations
- Apart from standard training which GoFrugal provides, if the customer needs additional training the charges for the same is Rs. 3,000* (Limited to 1 person day effort only)
- If you don't have broadband connection in your business. you should pay additional 50% on ASA charges
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| 6) Payment for ASA |
- Payment can be made by a valid demand draft or cheque favor of “GoFrugal Technologies Pvt Ltd”
- In case of dishonored cheques, the penal charge is Rs.250* up to a maximum cheque value of Rs 5000 and if the cheque value exceeds this amount, then the penal charge is Rs 500* per cheque
- If there are any outstanding ASA charges, please send the payment for the same before calling us for the support
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| 7) Product Lifecyle Plan : Please note that as per current product life cycle plan, RayMedi RE 4, RayMedi DE 4 and RayMedi RPOS 6.3 are retired on December 31, 2008. Support is not available beyond this date. Customers are requested to upgrade to RayMedi RE 6, RayMedi DE 5 and RayMedi RPOS 6.5 respectively at the earliest to enjoy enhanced product and superior service |
| 8) Third Party products such as IBM DB2, Oracle, MySQL, MSSQL if required by customer for the SQL version of the GoFrugal products, have to be licensed separately from the respective vendor. The point of sale module can work with the FREE edition of the SQL database. GoFrugal will not take responsibility of installing/supporting any third party software other than RayMedi software. |
| 9) The minimum service billing period for support and training services is for one day |
| 10) RayMedi ASA charges only include Minor release and service pack updates. RayMedi ASA will not cover Product upgradation charges |
| 11) Upgradation charges includes 1 year RayMedi ASA |
| 12) Minimum period of purchase for RayMedi standard and RayMedi premium support has to be for one year |
| 13) All RayMedi ASA prices will be applicable from the product's current list price. Please check the current list price in http://www.gofrugal.com/price.html |
| 14) Support during the 30 days evaluation period is FREE and entitlement is as per RayMedi Evaluation ASA plan, See RayMedi Evaluation ASA plan details at http://www.gofrugal.com/support-entitlement.html |
| 15) RayMedi Subscription license fee includes Support Entitlement equivalent to the RayMedi Standard ASA product |
| 16) RayMedi ASA products are not transferable |
| 17) GoFrugal will not be liable to the Customer for any loss of data, interest, revenues, profits, contracts, loss or damage caused by the use of this service or any other indirect or consequential loss |
| 18) GoFrugal HO sends a receipt for the payment within 3 days (RayMedi ASA / Upgradation charges must reach GoFrugal so that GoFrugal CRM system is updated with the payment history). Please do not make cash payments and feel free to contact accounts@gofrugal.comor Sathish Jaganathan (Manager – Accounts receivable) at +91 81 4406 1001, in case you did not receive receipt within 5 days |
| 19) It shall not be the responsibility of GoFrugal to send any reminder or any such communication to intimate the expiry or renewal of the RayMedi ASA period. The onus of renewing the contract rests with the owner |
| 20) Anything not explicitly mentioned as scope of service is not part of the standard service delivered by GoFrugal |
| 21) RayMedi ASA will not cover service charges due to willful misuse or negligent use or abuse of the software by yourselves |
| 22) We have option to terminate the RayMedi ASA, if the software is served / repaired / in any manner by any other party without prior information to us |
| 23) We shall not be liable for any break or non performance or delay in carrying out any of the obligations contained in this maintenance service contract servicing the software as a result of strike, lockout, industrial / labour disturbance, fire accidental damage, restriction imposed by the Government circumstances beyond our control, act of God, riot any war or way or any condition arising from similar causes beyond our control |
| * Service tax 10.3% extra |
| RayMedi Customer Response Center Number +91 435 302 7900 |
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